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Is the drive to be customer-first hurting retail’s most vulnerable workers?

Every time someone clicks to order online, a growing cohort of behind-the-scenes workers with no direct customer interaction is under pressure to fulfil that need. Out of sight and out of mind, these people often bear the brunt of unrealistic customer expectations. Life and Death in the Warehouse, the BBC’s new factual-based drama, exposes how a ‘customer fixated’ culture is putting pressure on employees in warehouses around the world. Based on the experiences of workers from many differen